Senior Customer Success Operations Analyst

Austin, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Real Estate Technology, SaaSIndustries

Requirements

Candidates must possess deep, hands-on experience with Zendesk administration, including advanced configuration of triggers, automations, workflows, custom fields, and reporting. A genuine excitement about AI technologies and their applications in customer success, along with experience implementing them, is required. Familiarity with B2B SaaS environments and a proactive approach to researching, testing, and deploying new solutions are also expected.

Responsibilities

The Senior Customer Success Operations Analyst will own all aspects of Zendesk configuration, optimization, and expansion, including building and maintaining complex workflows, integrations, triggers, automations, and macros. They will design scalable custom fields, forms, and reporting structures, and proactively research, test, and deploy new CS and AI technologies. This role involves analyzing trends and drivers of support volume to identify opportunities for reduction through automation and AI, building sophisticated reporting dashboards, and serving as a proactive partner and leader to various teams.

Skills

Zendesk

Customer Success Operations

Process Optimization

Workflow Optimization

Data Analysis

SaaS

B2B

Stakeholder Collaboration

Technical Architecture

Qualia

Business intelligence and data visualization solutions

About Qualia

Qualia Data Sciences focuses on providing business intelligence and data visualization solutions to enhance business operations through advanced analytics. Their main products include BusinessQ, which offers tools for data discovery and visualization, and Seery, an AI-driven platform that aids in data-driven decision making. They also create specialized analytics applications for Clover POS systems, which generate detailed reports and dashboards for various operational and payment processing needs. Qualia primarily serves clients in the US and Europe, but is open to forming global partnerships. Their revenue model is based on software licensing and service fees, with income generated from subscriptions and custom analytics solutions.

Zagreb, CroatiaHeadquarters

2015Year Founded

N/ACompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1-10Employees

Benefits

Health Insurance

401(k) Retirement Plan

Commuter Benefits

Professional Development Budget

Parental Leave

Unlimited Paid Time Off

Risks

Emerging AI-driven analytics platforms offer similar services at lower costs, threatening market share.

Rapid AI technology evolution may outpace Qualia's offerings, requiring continuous innovation.

Data privacy concerns and regulations in the US and Europe could impact data collection.

Differentiation

Qualia offers specialized analytics apps for Clover POS systems, enhancing payment processing insights.

BusinessQ provides comprehensive data discovery and visualization tools for diverse business needs.

Seery, an AI-driven platform, supports data-driven decision making for businesses.

Upsides

Increased demand for AI-driven analytics in retail boosts Qualia's market potential.

Growing interest in real-time data visualization tools among SMEs benefits Qualia's offerings.

Expansion of cloud-based business intelligence solutions aligns with Qualia's product strategy.

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